Director of Member Services Training, Learning & Development
About the Role
As the Director of Member Services Training, you will be responsible for developing and executing the learning and development strategy for our front line agents as we grow at record pace. This will include building and leading a team responsible for designing the on-boarding and ongoing training and capability building programs for agents, optimizing training processes using best practices in instructional design, and working in partnership with our quality assurance team to ensure our support teams meet and exceed our service levels and deliver exceptional member experience. You will also partner with Product, Risk and other parts of Member Services at Chime to define and implement processes to identify and efficiently execute against ongoing training needs to address new products, policy changes, and process improvements.
In this role, you can expect to
- Design and execute a learning and development strategy to enable Member Services front-line agents to consistently deliver exceptional member experiences at scale.
- Build, manage and coach a team of high performing instructional design specialists and trainers to develop and deliver effective and engaging learning experiences for agent onboarding as well as new product launches, policy updates, process and tooling improvements, etc
- Partner with our quality assurance team to ensure our agent training supports our QA framework
- Develop an evaluation strategy and approach for training programs to provide timely, meaningful and accurate reporting on learning effectiveness and business performance.
- Transform our existing agent training programs to increase overall operational effectiveness and CSAT
- Influence cross functional partners supporting agent systems, tooling and processes based on training needs analysis
To thrive in this role, you
- Effectively balance strategic thinking with tactical execution
- Are entrepreneurial, adaptable and thrive in the fast paced environment of a hyper growth company
- Have a track record of transforming and scaling call center training programs, resulting in agents meeting and exceeding service levels and delivering exceptional customer experience
- Have built high performing L&D teams and are skilled in coaching, developing, and motivating employees to meet and exceed goals
- Are metrics oriented and take a data-informed approach to management and decision making
- Have expertise in Training and eLearning tools, including knowledge management, LMS, and other tools
- Collaborate and communicate effectively with key stakeholders, cross-functional partners, and senior leadership
- Have exceptional written and verbal communications
- Thrive in the operational environment of a hyper growth company
- Have 12+ years of experience in learning and development, including 5+ years in mid scale call center operations and 5+ years directly managing a Training team
What we offer
- 💰 Competitive salary based on experience
- ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
- 📝 Quarterly stipend to spruce up your home office
- 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
- 🖥 Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
- 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service
We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.